Chapter 3. Authentic Conversations: Why having authentic conversations is the most important thing you can do for your social web site


“The long silence—the industrial interruption of the human conversation—is coming to an end. On the Internet, markets are getting more connected and more powerfully vocal every day. These markets want to talk, just as they did for the thousands of years that passed before market became a verb with us as its object.”


On June 21, 2005, noted media industry veteran Jeff Jarvis was having a bad time with his Dell laptop. He was having an even worse time with the service he was receiving from the computer company. He had bought an expensive warranty that he felt Dell wasn’t honoring, and he ...

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